Here is a post you’ll want to be sure and share with your entire staff.
Imagine walking into a restaurant. You're greeted and shown to your table. The waiter appears with the menus and tells you about the specials. He cheerfully answers your questions and says he'll check back with you in a few minutes.
He later reappears pushing a dessert cart, explains what's special about each dessert, and says he'll check back with you in a few minutes. A little while later he comes by and thanks you for visiting. You get up and leave.
Even though everybody at the restaurant was very nice, and you'd be the first to say it was a pleasant experience, there's one big problem. YOU’RE STILL HUNGRY! And isn't eating a meal the reason you go to a restaurant in the first place?
Of course, this rarely happens except unless you're on the receiving end of truly terrible service. Here's why. The staff of a restaurant knows you're walking into that restaurant because you're hungry, and their primary responsibility is to sell you something to eat, not just show you what's available.
The same is true in your store. Customers walk in because they have an interest in buying what you sell. You could even say they're hungry for something new. If all you do is show products, you're not delivering the best possible experience.
Our responsibility is to sell each customer the best products that meet her/his needs, and/or fulfills her/his wants.
We do that by getting to know the customer, and understanding what she likes, dislikes, owns, and aspires to own. We might want to know what project they’re working on, or where on vacation they’re going.
We also engage the customer with the products. In some stores we have her try them on, get her in front of the mirror, and then give her an opportunity to purchase any and all of those products.
Simply showing products will only leave your customer hungry for more, and there's a good chance she/he will satisfy that hunger somewhere else.
Remember this: Selling is the best service and experience you can deliver. Don't just show your customer a product. Take the time to engage and sell her the products she'll be happy and proud to purchase. That's our responsibility.
So let me ask, do you show or sell? Does your customer leave hungry, or do you “fill them up” with all they things they need and might want?
How to leverage this article.
Discuss with your colleagues some of the specific things you say and do to sell your customer. Then share two actions you can take today to ensure your customer doesn’t leave hungry.
About Doug Fleener
Doug Fleener, a proven business and customer service experience expert, helps companies achieve performance that exceeds customer and employee expectations resulting in more sales, profits, and customers.
Learn more about our services at Sixth Star Consulting, or call Doug at 844-861-7803 to discuss how he can help you achieve higher levels of performance and results. Learn about Doug's keynotes and workshops at DougFleener.com. Sample a Sixth Star University online training program at SixthStarU.com.